Re: [otrs] RE: otrs Digest, Vol 51, Issue 65
Please don't reply to Digests! /L Mujtaba Karim wrote: HI I guess if he is running a one man's show or is comfortable with attaching notes and wise enough for to check time There is no issue. I just want to comment that no one was able to figure this out.*odd* Take care No offence to any one Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 9:53 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 65 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. RE: otrs Digest, Vol 51, Issue 64 (Mujtaba Karim) 2. Assigning customers to companies via ldap (Baker, Greg) 3. Frederic Fraudeau/FR/Schneider est absent(e). ([EMAIL PROTECTED]) 4. Re: RE: what is the best linux distro in my situation? (Andy Lubel) 5. Re: RE: otrs Digest, Vol 51, Issue 64 (Andy Lubel) -- Message: 1 Date: Wed, 31 Oct 2007 17:36:25 +0500 From: Mujtaba Karim [EMAIL PROTECTED] Subject: [otrs] RE: otrs Digest, Vol 51, Issue 64 To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 5:00 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. Let OTRS mail external notify ([EMAIL PROTECTED]) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) -- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: [EMAIL PROTECTED] Subject: [otrs] Let OTRS mail external notify To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry, -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/attachmen t-0001.html -- Message: 2 Date: Tue, 30 Oct 2007 11:31:51 -0400 From: Andy Lubel [EMAIL PROTECTED] Subject: Re: [otrs] Remove lock option from tickets To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain;
Re: [otrs] RE: what is the best linux distro in my situation?
Just to add, I'm not above being corrected if I'm wrong, so if someone has compiled a step-by-step howto for installing OTRS 2.2.3 on OSX Server, I'd love to read it. Thanks. On 10/31/07, kerneljack [EMAIL PROTECTED] wrote: OK, I will read the upgrade docs. We have had nothing but problems with our current OTRS installation on OSX. Everything has to be done by hand. The Perl modules installation is a pain and there are no users in /etc/passwd, so we had to figure out NetInfo and use that instead. It did work fine in the end, but it was more work than I think is necessary, and now that we are having strange problems with it, we just want to install it on a straightforward linux platform. Installing it on Linux is mostly just installing the rpm and running the install script and you're done! On 10/31/07, Andy Lubel [EMAIL PROTECTED] wrote: No that wont work.. Read the upgrade docs. You need to run scripts if you plan on changing the version. Also, our environment runs flawlessly on OSX, why change? -Andy On 10/31/07 7:00 AM, kerneljack [EMAIL PROTECTED] wrote: Thank you for all your answers, one other question I have: How do I migrate an older OTRS database to a new installation? The older one is at version 2.0.4 and i am trying to migrate to 2.2.3. The older installation was on a OSX Server and the new one will probably be on a Centos 5 machine with OTRS 2.2.3. Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html, I'm thinking a simple /opt/otrs/scripts/backup.pl -d ... on the the older machine, and then a: /opt/otrs/scripts/restore.pl on the new box will work? Thanks for any help, On 10/28/07, Agim Cami [EMAIL PROTECTED] wrote: Otrs runs fine under CentOS. Actually I use otrs under CentOS 4.4. So, no need to Install obligatory Suse or Fedora. -- Agim Cami ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ Andy Lubel Application Administrator / IT Department GTSI Corp. 3901 Stonecroft Boulevard Chantilly, VA 20151 Tel: 1.800.999.GTSI ext.2309 Dir: 703.502.2309 [EMAIL PROTECTED] -- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] apache ssl windows
Hello, Does anyone have any experience with https under apache on a windows 2003 server? I am searching for ways to enable this, but I keep running into trouble in not finding files for apache 2.2.4. Peter ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] RE: what is the best linux distro in my situation?
Hmm.. I would consider doing it but I need to get some free time. Probably in about 2 weeks or so.. I just would modify the source install docs a bit.. And then when its time to configure apache I can show it from the server manager perspective which creates really clean separate conf files for each name based virtual host. Of course I would exclude the mod_perl because I have multiple OTRS installations on a single server. Its not fast enough to justify using in my experience :) -Andy On 11/1/07 4:42 AM, kerneljack [EMAIL PROTECTED] wrote: Just to add, I'm not above being corrected if I'm wrong, so if someone has compiled a step-by-step howto for installing OTRS 2.2.3 on OSX Server, I'd love to read it. Thanks. On 10/31/07, kerneljack [EMAIL PROTECTED] wrote: OK, I will read the upgrade docs. We have had nothing but problems with our current OTRS installation on OSX. Everything has to be done by hand. The Perl modules installation is a pain and there are no users in /etc/passwd, so we had to figure out NetInfo and use that instead. It did work fine in the end, but it was more work than I think is necessary, and now that we are having strange problems with it, we just want to install it on a straightforward linux platform. Installing it on Linux is mostly just installing the rpm and running the install script and you're done! On 10/31/07, Andy Lubel [EMAIL PROTECTED] wrote: No that wont work.. Read the upgrade docs. You need to run scripts if you plan on changing the version. Also, our environment runs flawlessly on OSX, why change? -Andy On 10/31/07 7:00 AM, kerneljack [EMAIL PROTECTED] wrote: Thank you for all your answers, one other question I have: How do I migrate an older OTRS database to a new installation? The older one is at version 2.0.4 and i am trying to migrate to 2.2.3. The older installation was on a OSX Server and the new one will probably be on a Centos 5 machine with OTRS 2.2.3. Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html, I'm thinking a simple /opt/otrs/scripts/backup.pl -d ... on the the older machine, and then a: /opt/otrs/scripts/restore.pl on the new box will work? Thanks for any help, On 10/28/07, Agim Cami [EMAIL PROTECTED] wrote: Otrs runs fine under CentOS. Actually I use otrs under CentOS 4.4. So, no need to Install obligatory Suse or Fedora. -- Agim Cami ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ -- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] configure-problems
Dear list-members (and OTRS-specialists ;)!
today I tried to update our old OTRS 2.1.1 to 2.2.3 on a new host.
After larking around with the new installation (4 hours) I got a big and
smoking head and now hope to find a solution on this list.
Here my problem is:
I can't get OTRS to notice the settings I have made in my
/opt/otrs/Kernel/Config.pm.
I can write there what I want, the OTRS doesn't take the settings over.
- For example I set $Self-{'HttpType' = 'https';, the web-frontend
(under OTRS :: Admin :: SysConfig :: Framework - Core) shows http.
Very strange:
Even if I deleted ZZZAAuto.pm and ZZZAuto.pm from /opt/otrs/Kernel/Files
, logged out and restartet the Apache, I get old parameters (that I
did at the installer-process) in the web-frontend. - Where the hell OTRS
takes them?! (On loading the SysConfig-site ZZZAAuto.pm was recreated...)
I found that e-mail [1] in the otrs-ml archives but in my case it's not
true... :(
What I did:
I made the installation like it is described on the webpage.
My system is a Debian Etch and the Apache is running as www-data:www-data.
The home of the otrs-user is /opt/otrs and I made teh
permission-settings with that command:
/bin/SetPermissions.sh /opt/otrs otrs www-data otrs www-data
I don't know which information you just still need - please ask! - I
will give you all I have.
Thanks ahead for your time help and best regards,
Kai Sommer
---
[1] http://lists.otrs.org/pipermail/otrs/2007-October/020663.html
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Re: [otrs] apache ssl windows
Hi, Peter Hoogkamer schreef: Does anyone have any experience with https under apache on a windows 2003 server? I am searching for ways to enable this, but I keep running into trouble in not finding files for apache 2.2.4. please specify your problems more. I installed Apache under windows with PHP, Perl and cgi and al went wel for me. -- Met vriendelijke groet, Henry Verbeek. HV2801-RIPE PGPKEY-0xA9E6B139 ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] clear a whole queue
Hello, I apologize in advance if my question seems to simple for the list - however i could not find the documentation to answer it on the web. Without the details of how I got to this point, suffice to say I have a bunch of junk tickets in the Raw Queue and I'm trying to clear them all out (without clicking every single little checkbox, and i don't see a mass select). Can anyone please point me in the right direction? Thank you! I look forward to using OTRS and helping others as my knowledge about the product grows. - Brian _ Climb to the top of the charts! Play Star Shuffle: the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_oct___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[Solved] Re: [otrs-de] Rechte-Problem: Tickets nur mit RW-Recht sichtbar
Karsten Heymann [EMAIL PROTECTED] writes: wir haben gerade ein kleines, aber recht nerviges Problem festgestellt: In OTRS 2.2.3 (ITSM 1.0.2) können Agents die Tickets in ihren Queues nur sehen, wenn sie das rw-Recht haben. Sobald ich Ihnen dieses Recht nehme, aber alle anderen belasse, sehen sie zwar noch bei Alle Tickets: die korrekte Anzahl der Tickets, sie werden aber nicht angezeigt. Da das die Rechtevergabe faktisch ad absurdum führt, würde ich mich sehr über Ideen oder weiterführende Hinweise zur Lösung dieses Problems freuen. Eher zufällig bin ich auf die Lösung gestoßen: In Frontend::Agent::Ticket::ViewQueue muss man die Opotion Ticket::QueueViewAllPossibleTickets = Yes aktivieren, um auch Queses anzuzeigen, auf denen man nicht alle Rechte hat. Das finde ich persönlich überaus nicht-intuitiv und zumindest einen Hinweis in den Rechtevergabe-Seiten wert. Viele Grüße Karsten -- Karsten Heymann ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Antw: Re: [otrs-de] CC-Feld anhand Wert in Freetextfeld füllen
Ich bin bis Freitag, 02.11.07 in Urlaub. Auf Ihr Anliegen werde ich danach umgehend zurückkommen. Bei EDV-Problemen steht Ihnen das Support-Telefon (0751) 87-2033 zur Verfügung. Mit freundlichen Grüßen Jörg Napp Leiter der zentralen EDV-Abteilung Oberschwaben Klinik gGmbH Elisabethenstraße 15 88212 Ravensburg Tel. (0751) 87-2034 Fax (0751) 87-2375 ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] CC-Feld anhand Wert in Freetextfeld füllen
Morgen Jens, Jens Knoernschild schrieb: Hallo, wir haben folgendes Problem: Wir haben 2 Queues (EDV und Eigenbetrieb) in jeder Queue gibt es bestimmte FreeTextfelder (Kostenstelle) die je nach Auswahl der Queue Pflichtfelder sind. D.h. 2 FreeTextfelder bei der Auswahl der Queue EDV ist das FreeTextfeld 1 Pflichtfeld bei der Auswahl der Queue Eigenbetrieb ist das FreeTextfeld 2 Pflichtfeld. Jetzt möchten die Verantwortlichen noch eine Verknüpfung das hinter jeder Kostenstelle die EMail-Adresse des Kostenstellenverantwortlichen erscheint und dieser für jedes Ticket auf seiner Kostenstelle eine EMail erhält. Ist sowas irgendwie machbar ? Falls Du die Kunden# noch nicht aktiv nutzt so könntest Du Doch hier die KST hinterlegen. Der Kostenstellenverantw. könnte dann über's WebGUI alle Tickets seiner KST (oder mehrerer KST) einsehen (Company-Tickets). Hiermit hast Du zwar keinen Mailversand, zumindest aber einen Teilsieg. Queue-Abhängigkeit von FreeText-Pflichtfeldern könnten mit ACLs mgl. sein. Mit freundlichen Grüßen i.A. Jens Knörnschild Gruß, Alexander ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
